The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies

Muhammet Pulur; Dursun Boz

doi:10.30518/jav.1958277

The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies

Abstract

The aviation industry has undergone a significant process of development and transformation throughout history, becoming one of the most important industries of our time as the field where humanity’s dream of flight became a reality. The first powered flight achieved by the Wright brothers in the early 20th century paved the way for the use of aviation in commercial and military fields, laying the groundwork for it to evolve into a major industry in passenger and cargo transportation over time. In this regard, the aviation sector is an indispensable part of global trade today. The purpose of this research to examine the impact of air cargo service quality, particularly on the satisfaction of corporate customers. Based on the SERVQUAL model, the study investigates how the gap between customers’ expected and perceived service quality affects their satisfaction levels. To this end, data was collected from companies in the sector and analyzed using statistical methods. The study’s findings provide important insights into how air cargo companies can enhance customer satisfaction by improving service quality. The analyses revealed a significant relationship between customer satisfaction and both expected and perceived service quality. It was determined that both expected and perceived quality have a significant effect on customer satisfaction.

Keywords

Supporting Institution

None

Project Number

None

Ethical Statement

Within the scope of this research, ethical committee approval was obtained from the Istanbul Gelisim University Rectorate Ethics Committee Presidency with approval number 2023-08 dated 20.10.2023.

Thanks

The authors would like to express their sincere gratitude to thesis advisor Assoc. Prof. Dr. Dursun Boz for his valuable guidance, support, and contributions throughout this study.

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Details

Primary Language

English

Subjects

Air Transportation and Freight Services, Logistics, Transportation, Logistics and Supply Chains (Other)

Journal Section

Research Article

Authors

Muhammet Pulur ^*
0009-0008-3816-7099
Türkiye

Dursun Boz
0000-0003-3206-8950
Türkiye

Early Pub Date

October 25, 2026

Publication Date

October 25, 2026

Submission Date

May 24, 2026

Acceptance Date

October 18, 2026

Published in Issue

Year 2026 Volume: 10 Number: 3

DOI

https://doi.org/10.30518/jav.1958277

IZ

https://izlik.org/JA64KY64CZ

Cite

RIS / Bibtex

APA

Pulur, M., & Boz, D. (2026). The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies. Journal of Aviation, 10(3), 551-561. https://doi.org/10.30518/jav.1958277

AMA

1.Pulur M, Boz D. The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies. JAV. 2026;10(3):551-561. doi:10.30518/jav.1958277

Chicago

Pulur, Muhammet, and Dursun Boz. 2026. “The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies”. Journal of Aviation 10 (3): 551-61. https://doi.org/10.30518/jav.1958277.

EndNote

Pulur M, Boz D (October 1, 2026) The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies. Journal of Aviation 10 3 551–561.

IEEE

[1]M. Pulur and D. Boz, “The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies”, JAV, vol. 10, no. 3, pp. 551–561, Oct. 2026, doi: 10.30518/jav.1958277.

ISNAD

Pulur, Muhammet - Boz, Dursun. “The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies”. Journal of Aviation 10/3 (October 1, 2026): 551-561. https://doi.org/10.30518/jav.1958277.

JAMA

1.Pulur M, Boz D. The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies. JAV. 2026;10:551–561.

MLA

Pulur, Muhammet, and Dursun Boz. “The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies”. Journal of Aviation, vol. 10, no. 3, Oct. 2026, pp. 551-6, doi:10.30518/jav.1958277.

Vancouver

1.Muhammet Pulur, Dursun Boz. The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies. JAV. 2026 Oct. 1;10(3):551-6. doi:10.30518/jav.1958277